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Phone line faults: general information 



Do I have to be registered with BT.com and logged in to my account to report a line fault online?

No, neither is required. But for security reasons you'll need your account number to use the Call Diversion and the Out of Service message facilities available through online fault tracking and also to view the fault report number and any available details about the fault. You'll find your account number at the top left-hand corner of your BT phone bill.

You can sign up to BT.com.


Can I report a line fault if I don't know my account number?

Yes. But, for security reasons, you won't be able to use the Call Diversion and the Out of Service message facilities available through online fault tracking. Nor will you be able to view the fault report number or any available details about the fault. You'll find your account number at the top left-hand corner of your BT phone bill.


Can I report or check a line fault on another person's BT line?

Yes you can but we recommend the person reporting the fault to be at the premises where the faulty line is allocated. If the line test shows there’s a possibility of the customer’s own equipment causing the problem, by completing a few simple checks it will often resolve the issue or determine the fault lies on the BT Network. If the problem is with our network, it will enable us to increase the speed at which we can resolve the fault.

If it is not possible to be on the premises please make sure when you report a fault on someone else's line that you have that person's phone number to hand.

You can identify, fix, report and track faults online at the Repair Centre.


What information should I have to hand when I report a fault on my telephone line?

You should have the phone number of the line that you're reporting and your BT account number, which you will find on the top left-hand corner of your phone bill.


When I call someone, the phone either rings but nobody answers, is permanently engaged or I get a message telling me it's unavailable. Could this be due to a fault?

Possibly. Assuming the problem is persistent and you've ruled out obvious reasons, you should check your own line first. Use the Repair Centre to test your line to ensure that it's working properly before reporting a fault on another person's line.


My phone's working but my internet connection isn't (or the reverse). Could this be due to a fault?

Yes. Calls and the internet make different demands on a phone line. A fault may stop one from working without affecting the other. If you're having problems with your broadband connection, however, you should visit our Broadband section for support.


How can I receive alerts to let me know when the fault has been repaired?

You can set up a text message alert, or arrange for an email notification by completing the “preferred means of contact” section on the results page when you report a fault.

Or, if you've already reported a fault, you can do it on our track a fault page.
Note: for security reasons, you'll need to provide your account number or you'll need to log in to BT.com to see this page.


I set up an Out of Service message. How do I stop it once the line has been repaired?
To turn off the Out of Service message, dial #21#.


Do I have to contact BT when my line is clear to get the call divert removed?

Once your line is clear, we'll contact you to advise that we are removing the divert and any remaining messages from the voicemail.

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